Contact Center Training Manager
Russell Cellular•Springfield, MO
•Onsite
About The Position
The Contact Center Training Manager leads the development, delivery, and continuous improvement of training for Russell Cellular’s contact center. This role partners closely with the Director of Customer Service and Contact Center leadership to ensure all training content, onboarding programs, and performance support resources equip agents and leaders to deliver a consistent, high-quality customer experience.
Requirements
- Strong written and verbal communication
- Ability to simplify complex processes into clear, actionable training
- Strategic and creative thinking
- High attention to detail and strong documentation skills
- Ability to manage multiple training initiatives simultaneously
- Ability to identify training needs based on performance data and business priorities
- Strong collaboration and negotiation skills
- Ability to present in virtual and classroom environments
- Strong PC skills (Teams, Outlook, Word, Excel)
- Understanding of LMS functionality and training analytics
- Ability to think like an owner and offer solutions to evolving challenges
- Wireless industry experience required
- 2+ years of sales management, training, or coaching experience required
Nice To Haves
- 3+ years of training leadership experience in a Contact Center, sales, or customer experience environment
- Experience leading trainers or training teams, including coaching, development, and performance management
- Strong facilitation skills with the ability to engage both new hires and tenured employees
- Demonstrated ability to design training for sales behaviors, call flow, systems navigation, and customer experience
- Experience using LMS platforms and interpreting training analytics
- Advanced communication skills — written, verbal, and presentation
- Strong collaboration skills with Operations, Quality, Workforce, and leadership partners
- Proficiency with Microsoft Suite (Teams, Outlook, Word, Excel)
- Wireless industry experience required
- Ability to manage multiple training initiatives in a fast moving environment
Responsibilities
- Overseeing training team members who deliver onboarding, systems training, and ongoing development
- Designing and delivering training tailored to the Contact Center environment, including call flow, sales behaviors, systems navigation, and customer experience standards
- Understanding the needs of the Telesales business and aligning training priorities with performance trends
- Maintaining deep knowledge of Contact Center systems (e.g., Vonage, Microsoft Dynamics, SharePoint, LMS)
- Identifying gaps in training content and creating or updating materials accordingly
- Leading in-person and virtual training sessions for new hires through supervisor level development
- Partnering with Contact Center leadership to support performance improvement initiatives
- Supporting new hire orientation and cross department training needs
- Communicating suggestions, questions, or issues to the Director of Customer Service
Benefits
- Health, dental, vision, and life insurance
- Paid sick days and company holidays
- Employer matched 401K
- Employee Assistance Programs
- Verizon discounts, sales contests, and incentives
- Opportunity for growth and advancement
- Community involvement opportunities
- Same-day pay options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
